WHAT IS THIS HANDBOOK ALL ABOUT?
This Handbookgives some basic information about theMid North Coast Community Legal Centre (CLC) and the rules that guide its operation. If you would like our detailed policies simply ask and we will send them to you. Otherwise you can go to our website and look at the MNCCLC Legal Practice Manual page).
The CLC is a program of Advocacy Law Alliance Inc (ALA). ALA also operates a separate program called Disability Advocacy NSW (DA). CLC lawyers will not disclose your information the DA advocates unless you specifically give them permission to do so.
WHAT DO WE DO?
We provide FREE legal services to people who live or work on the Mid North Coast, including the local government areas of Port Macquarie – Hastings, Greater Taree and Kempsey.
We can provide legal advice in the following areas of law:
Discrimination / Domestic Violence / Administrative lawConsumer / Credit and debt / Fines
Employment / Insurance / Motor Vehicle Accidents
Neighbourhood disputes / Traffic law / Victims Compensation
We target our services to those people who need it most, including Aboriginal people and Torres Strait Islanders, people with a disability or mental illness, older people who are experiencing financial or emotional abuse, and people on low income
HOW MUCH DOES THE CLC COST?
Nothing, it’s free.Sometimes we will ask you to pay for pay application fees that are charged by a Court or government agency.The CLC is funded by the Commonwealth Attorney Generals Department and Legal Aid NSW.
WHO WORKS FOR THE CLC?
We employ solicitors, volunteer solicitors, legal studentsand information and referral officers who have relevant experience and qualifications and are supervised by a senior lawyer.
WHAT ARE THINGS CLC LAWYERS CAN’T DO?
Legal professional rules say that lawyers have a duty to be loyal to a client and keep client information confidential. This means that we cannot help two people who are involved in the same legal issue.
We do not give advice in the following areas of law:
Property law / Conveyancing / Personal InjuryCommercial law / Immigration / Workers Compensation
WHAT IF THE CLC CAN’T HELP?
We will tell you why, and if possible,help you find other appropriate services.
WHAT IF THE CLC TRIES TO HELP BUT HAS TO STOP?
We hope this won’t happen. Sometimes the CLC will discontinue assistance if the situation is causing you or the CLC harm. We cannot help a client that threatens or scares staff. The CLC has limited resources and we must ensure the safety of staff while providing the best service for clients. The CLC adheres to legal profession rules about the lawyers ceasing to act for clients (Legal Profession Act and the NSW Law Society Solicitors Rules).
WHAT CAN I DO IF I AM NOT HAPPY WITH THE SERVICE I GET?
If you are not happy with any part of the CLC you have the right to tell us. We welcome any feedback –positive or negative, because it helps us provide a better service.
IF YOU WANT TO MAKE A COMPLAINT, HERE ARE SOME STEPS YOU CAN FOLLOW.
STEP 1 Talk to the person you have the problem with. When you do this, you can bring a support person.
STEP 2 If things don’t work out, you can write or talk to the Principal Solicitor0265802111 (30 Murray St Port Macquarie 2444).
STEP3 If your problem involves the Principal Solicitor, you can talk or write tothe Chief Executive Officer of Advocacy Law Alliance 02 49270 111(Suite 3 Level 1 408 King St Newcastle West 2302).
STEP 4 Alternatively you can write toPresident of the organisation’s management committee (Suite 3 Level 1 408 King St Newcastle West 2302).
STEP 5 It is important to try to go through the above steps first but if you are not happy with the decision about your complaint you can contact the NSW Legal Services Commissioner1800 242 958 and seek advice.
YOUR PERSONAL INFORMATION
The CLCcollects information about the people who use our service and a file is made up for every client.We do this to keep an accurate record of the work we do for you and to keep track of how we are going in getting the result you want.
We keep basic personal information, along with other information about your situation. We record the results you are hoping for and any action that we have taken. We also put reports together from this information to show that we are doing our job. For instance, we may report on how many clients we had and what was the most common legal issue of people who came to us for help. These reports do not identify any individuals.
The only people who can look at your file are authorised CLC staff and volunteers. We will ask your permission before talking to people outside the CLC about your case (including DA Advocates). There are some exceptions to this but they are rare.
When not in use, your file is kept in a secure cabinet. Our computers have security passwords and other security devices.
CAN I SEE MY OWN FILE?
Generally yes. If you want to see your file, all you have to do is ask and put this in writing. We will give you a copy, but the original file belongs to CLC.We will normally return all your original documents to you and only keep a copy on file. Files are generally destroyed securely after 7 years unless there are special circumstances.
WHO CAN JOIN THE ASSOCIATION THAT GOVERNS THE CLC?
Anyone who uses the CLC can apply to become a member of Advocacy Law Alliance. Simply call the CLC for an application form.
CAN YOU PROVIDE US WITH SOME FEEDBACK???
We want to hear what you think about the help you had from the Community Legal Centre (CLC). If you can provide this feedback it will help us to improve.
Would you please answer the questions on the next page by ticking the boxes and writing your comments? There are no right or wrong answers; it is your opinion we value.
When finished please return this page to us in the envelope provided
Thank you.
The Principal Solicitor
Mid North Coast Community Legal Centre is a service provided by Advocacy Law Alliance Inc.The office location for legal services is in Port Macquarie.
ABN: 93 984 383 421 /
CLIENT FEEDBACK SURVEY /
Client Feedback Survey
Date: ______
This survey is confidential, and your name is not required.
What was your legal issue?
Tick the box:
1 / How easy was it to contact or visit us? / /
Easy / OK / Difficult
/ /
2 /
How quickly did we reply to your enquiry?
/ / Very quickly / Quickly enough / Not quickly enough
/ /
3 / How well did we treat you?
/ /
Very well / Quite well / Not well
/ /
4 / Did you understand the advice you were given?
/ /
Understood very well / Understood / Didnot understand at all
/ /
5 / How useful was the assistance provided to you in helping you to understand or deal with your problem?
/ /
Very useful / Useful / Not useful at all
/ /
6 / Do you have any suggestions that would help us to improve the CLC?
Please return this survey in the envelope provided to:
Mid North Coast Community Legal Centre
30 Murray St Port Macquarie 2444
Mid North Coast Community Legal Centre is a service provided by Advocacy Law Alliance Inc.The office location for legal services is in Port Macquarie.
ABN: 93 984 383 421 /